Dubai Customs improves customer services early year
Dubai Customs is working on enhancing the customer experience through the implementation of smart government services and digital innovations by the first half of 2026. The department has achieved a service satisfaction rate of 96.17%, with an average waiting time of 24 seconds through the unified contact center. It received over 61,000 calls, with an average call duration of 2 minutes and 33 seconds. Additionally, it launched the "Voice of the Customer" platform, supported by artificial intelligence, to analyze input from callers and continuously improve services. This is part of its strategic shift from facilitating trade to enabling it more efficiently and transparently, thereby strengthening Dubai's position as a global trade hub and increasing customer and supplier satisfaction.
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